Customer Success Analyst

Stake is looking for a Customer Success Analyst to join our team on a remote basis.

We’re an Australian investment platform with a mission to provide a seamless and immersive experience that breaks barriers for ambitious investors. We serve a global customer base of 750,000+ investors, with more than A$5 billion in assets under administration.

At Stake, we break barriers in everything we do. Just like our customers, we’re driven by ambition. Our desire for continuous growth is what creates the collaborative and high performance environment we work in. Though we’re spread around the world, we’re a unified team moving towards a shared vision: to unleash the investor in everyone. Join us as we continue to reshape the financial services industry, inspiring investor confidence and celebrating our wins along the way.

About this role

A Customer Success Analyst at Stake is the first point of contact for our customers; helping them by understanding their needs, and providing accurate information about our products and services. As part of the customer success team you’ll have the opportunity to work cross functionally with all areas of the business. You’ll seek to find simple solutions for complex problems and focus on finding ways to uplift and streamline internal and external processes. In this role you will:

Provide Exceptional Customer Support:

• Deliver an exceptional level of service promptly, professionally and empathetically to customer inquiries across a range of contact channels e.g. tickets, emails, phone.
• Troubleshoot and resolve customer issues related to account management, trading, deposits, withdrawals, and other platform functionalities.
• Provide accurate and clear information about Stake features, fees, and processes.
• Educate customers on platform usage and best practices.
• Maintain a high level of customer satisfaction and build strong relationships.

Stake Technical Expertise:

• Develop a strong understanding of Stake products, services, and features.
• Stay up-to-date on relevant industry trends, regulations, and compliance requirements.

Problem-Solving and Escalation:

• Investigate and resolve complex customer issues, escalating to relevant teams when necessary.
• Identify trends in customer queries and communicate with team and stakeholders to recommend opportunities for improvement.
• Proactively identify and address potential customer pain points.

Compliance and Risk Management:

• Adhere to all relevant financial services regulations and compliance requirements.
• Ensure that customer interactions are conducted ethically and in accordance with Stake's policies.
• Identify and report any potential risks or compliance issues.

Collaboration and Teamwork:

• Work collaboratively with other teams, including operations, product, and engineering, to resolve customer issues and improve the overall platform.
• Contribute to a positive and supportive team environment and a winning team culture.

A bit about you

• 1+ years of experience in a customer service or support role, preferably within the financial services industry.
• Advanced English written and verbal communication skills.
• Strong problem-solving and analytical skills.
• Self-starter with a love of learning.
• Ability to work effectively in a fast-paced environment.
• Proficiency in CRM systems and other relevant technologies.
• A passion for providing exceptional customer experiences.

At Stake, we’re more interested in your attitude than your resume. If you believe this is a role you want to jump into, please apply and let us know why in your cover letter!

Benefits of working at Stake

At Stake you’ll have the opportunity to work with autonomy while learning from some of the best talent in the industry, playing a meaningful role in building a company that has loads of positive momentum and excitement around it.

Stake is an equal opportunity employer that values diversity. We’re proactive about providing an inclusive work environment and do not discriminate based on race, religion, nationality, gender, sexual orientation, age or disability status. We’re also endorsed by WORK180 as a great employer for women.

So what happens next?

Once we've received your application, we'll give it the attention it deserves and you'll hear from us either way. We’re committed to responding to every applicant. If we think you’d be a good addition to our team, we’ll give you a call and from there, you'll cruise through our recruitment process.

To all recruitment agencies: Stake does not accept agency resumes. Please do not forward resumes to our jobs alias or directly to Stake employees. Stake is not responsible for any fees related to unsolicited resumes.